Join Riverside Natural Foods Ltd., a $300 million+ Canadian-based, family-owned, and globally operating business, committed to leaving the world better than we found it. As a B-Corp certified, Triple-Bottom Line company, we proudly manufacture nutritious, 'better-for-you' snacks such as MadeGood and GOOD TO GO. We value teamwork, humility, respect, ownership, adaptability, grit, and fun.

We're on an ambitious mission to double our business by 2027, and we need talented individuals like you to help us reach new heights. At Riverside, you'll have the opportunity to chart your own path to success while contributing to ours. We believe anything worth doing is worth doing right, and our values will guide us through the rugged terrain – and yes, it will get rough. But that's what makes the journey worthwhile.

So, lace up your boots and let's tackle the climb together.

You can learn more about us at www.riversidenaturalfoods.com.

Position Summary/Objective

We are seeking a highly skilled, consumer experience focused people leader to join our fast-growing and fast-paced organization as the Manager, Consumer Experience. As Manager, Consumer Experience, you will be responsible for delivering a best-in-class, personalized support experience to our consumers and building community amongst our most loyal and engaged fans. You will provide leadership, coaching and mentorship to a team of front-line consumer experience specialists, enabling them to provide customized 1:1 care and support to our consumers in a dynamic multi-channel environment. You will champion the 'Voice of the Consumer' across all Riverside Natural Foods brands in the US and Canada, providing insights and guidance to cross-functional teams on case management, product and experience feedback, and brand sentiment. As part of our internal agency team, you will seek out and deliver upon proactive opportunities to engage with our consumers 1:1 as part of our annual marketing plans, enabling connection, community and brand evangelism. This role requires a strong focus on critical-thinking, relationship-building and managing through complexity. The ideal candidate has the learning agility and adaptability to thrive and develop a team in a dynamic environment to deliver an outstanding experience for our consumers.

Primary Responsibilities:

• Oversee the day-to-day operations of the Consumer Experience team, ensuring that all support inquiries are handled in a timely, effective, and empathetic manner
• Work closely with other departments (e.g., Brand, Manufacturing, FSQA) to ensure a cohesive and unified approach to consumer service
• Oversee and operationalize cross-functional processes for timely and thorough consumer case management, coordinating as required across a diverse group of stakeholders including Brand, Manufacturing, Food Safety and Quality (FSQA), etc.
• Lead, coach and mentor a team of consumer experience specialists
• Act as a point of escalation for complex consumer inquiries, ensuring timely management and resolution of high-priority cases
• Analyze data from all consumer contact and social listening touchpoints to identify trends, brand sentiment, and provide actionable recommendations to continuously improve consumer support operations and brand experience
• Champion the 'Voice of the Consumer' among internal and external stakeholders, ensuring consumer trends, feedback and sentiment are represented in relevant workstreams
• Seek out and deliver upon proactive opportunities to engage with our consumers 1:1 as part of our annual marketing plans
• Partner with leadership to align consumer experience/support technology needs and vendor selection to key areas of business focus and growth

Reporting Relationships

Reports to the Director, Media & CX

Role Location:
Toronto, ON, Canada

Education & Qualifications

• Bachelor's degree or college diploma in a relevant field.
• 8+ years of experience in consumer experience / consumer service / consumer support
• Deep experience managing front-line consumer experience team members
• Experience working within Food & Beverage (and/or other similarly regulated categories) preferred
• Experience championing the role of Cx with cross functional departments

Skills & Abilities

• Leadership experience of a consumer experience/support/service department and team
• Demonstrated ownership of the end-to-end consumer experience, with a mindset of providing best-in-class support and continuous improvement
• Robust experience managing dynamic and complex consumer support cases, with demonstrated ability to provide timely, effective and empathetic care and resolutions
• Proven ability to proactively and reactively build positive consumer sentiment and brand connection in 1:1 communication channels
• Deep understanding of managing consumer experience and support within a regulated category
• Exceptional interpersonal skills, with a demonstrated ability of building cross-functional relationships with diverse business functions, with a focus on driving collaboration, action and continuous improvement
• Working knowledge of cross-functional department industry best practices and requirements (ex. Quality & Safety, Manufacturing, Legal, etc.)
• Developed understanding of consumer experience/support technology and capabilities, across various channels (ex. ZenDesk, Sprinklr, etc.)
• Ability to analyze data and use insights to improve team performance, consumer experience, operational efficiency and brand sentiment. Experience leveraging tools for social listening (ex. Sprinklr) and data reporting and analysis (ex. Tableau) would be considered an asset.
• Robust learning agility, with the demonstrated flexibility, grit and ownership to manage through complex and evolving consumer needs and a dynamic consumer experience landscape
• Positive, entrepreneurial spirit with excellent multitasking skills and the ability to deliver under tight timelines and adapt quickly to change
• Ability to travel in the USA and Canada as needed

What we expect:

• Values-led: You'll be a member of a thoughtful and compassionate team that prioritizes respect, teamwork and resourcefulness along with a good dash of fun. Sometimes, even making granola bars is hard, and life's too short to take ourselves so seriously that we don't enjoy the journey.
• Unparalleled experiences and opportunities: We're still determining who we are and what we can be. Help us shape what this organization will look like and what we'll offer the world, into the future. This means rolling up your sleeves and sometimes building the process – fast! – while employing it. At Riverside, progress occasionally means proceeding imperfectly, and we're okay with that, as long as we're staying true to our values and learning and improving along the way.
• Access to everyone: We're a flat organization with few silos which means you'll have full access to everyone from our founders to our production staff. Even when employees dress up, they wear steel-toed shoes. So don't be shy. Speak up, share your ideas and go places you normally wouldn't – like the plant, or the boardroom.
• Personal development: We'll support and empower you to chart your own path and reach any heights you set for yourself. Career paths at Riverside are carved by the people walking on them, not dictated by leaders. Count on us to give you the training and tools to grow and progress.
• Gratitude: As a growing business, we can't always offer formal recognition like awards programs, but we do show our true gratitude and appreciation. At Riverside, we're all in this together and we value you.

What We Offer:

• Values-led: We don't cut corners or step on anyone or anything on our way to our summit. There is no winning at all costs here. Every step you take must align with our values, no compromises.
• Courageous determination: As a family-run, rapidly growing business, we are often challenged to find ways to deliver that aren't obvious or easy. You must be willing to try, ask and answer challenging questions, test and learn, turn over every stone, keep moving forward and help us find a way through. Resourcefulness and grit will be your constant companions at Riverside and will serve you well.
• Humility: We're a small (but growing) fish in a sea of whales and sharks. We know the products we offer are some of the healthiest and most sustainable, but we don't brag about it, and know we have a steep path ahead. We pride ourselves in being respectful and supportive of others while shining brightly through our innovative, high-quality products. There isn't one superstar at Riverside. We take turns leading the way as we climb to the summit.
• Continuous improvement: As a learn-as-we-go organization, we rely on each other to continuously improve everything we touch to make it better, more efficient, more sustainable, and more endearing to customers, consumers, employees, vendors, partners and the community. We own our mistakes and learn from them as we wind our way to the top.

Wait! There's more!

• Immerse yourself in our comprehensive benefits program, with Riverside taking care of the costs!
• RRSP matching or IRA matching for an empowered financial journey
• Join Employee-Led Resource Groups (ERGs) championing mental health, sustainability, diversity, women, and LGBTQ+ rights
• Develop your career further through our Riverside University program and with our Tuition Reimbursement Program
• An open concept work environment that embodies our Values

How to Apply:

If you have the commitment to excellence, the energy, the attitude and experience we need, then please submit your resume to careers(AT)riversidenaturals.com with the job title you are applying for in the subject line or click the apply button!

Riverside Natural Foods Ltd. is committed to providing an inclusive and accessible environment for everyone. If you have a disability and require accommodation in the interview process, please let us know when you apply. We thank all applicants for their interest; however, due to volume, please note that only candidates selected for an interview will be contacted.